Designing the Great Self-Service Experience
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Avoid failed self-service. Explore the best practices of several KANA implementations to help you deliver self-service that aligns with customer expectations while helping to contain service costs.
Here, you will find guidelines and tips for four crucial aspects of great customer self-service:
- The usability of the self-service site
- The ability to find information quickly and easily (findability)
- The freshness and relevance of content to the specific
- The need for a seamless escalation experience
